marriott bonvoy front desk reference guide

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Marketing Roles and Responsibilities 2

Global Loyalty Marketing Overview 3

Marketing Across Platforms 4

Global Loyalty Promotions 5

Moments 6

Social Content Strategy 7

Email Content Strategy 8

Email Marketing Campaigns 9 - 10

Self-Service Email Toolset: Overview 12

Local Campaign Builder (LCB) 13

Marriott Email Template Tool (METT) 14

Hotel Specials 15

Loyalty Redemption Offers 16

BrandWorks 17

The General Data Protection Regulation (GDPR) 19

GDPR Applicability 20

Marriott International GDPR Marketing Policy 21 - 22

Logo Usage Guidelines 23

Learning Resources 25

Program Resources 26

MARRIOTT BONVOY FRONT DESKReference Guide

Front Desk Roles + Responsibilities 2

Pre-Arrival Planning 3

Arrival + Welcome 9

Elite Benefits Overview 13

Drive Enrollment 24

Owning the Member Experience 26

Departure + Farewell 29

Post Stay 31

Support Resources 33


1. Discover 2.Booking 3. Pre-Arrival 6. Reflect + Grow5. Post-Stay3. Pre-Arrival 4. The Hotel Experience 5. Post Stay

NOTE Links are interactive in digital version of the guide.

PRE-ARRIVAL PLANNING ARRIVAL + WELCOME BENEFITS DELIVERY DRIVE ENROLLMENTS OWN THE MEMBER

EXPERIENCEDEPARTURE +

FAREWELL LOYALTY REPORTS

Develop pre-arrival plans 1-3 days out and block rooms per your property specified pre-arrival timeline

Partner with housekeeping, F&B, engineering teams to surprise and delight members

Ensure room type is blocked and available for dates requested

Recognize member status, thank members for their loyalty

Remind members of the benefits available at their tier

Confirm departure time and partner with housekeeping

Prioritize mobile check-ins and ensure room readiness

Know the Marriott BonvoyLoyalty Program and member benefits

Ensure you deliver the benefits promised

Know your hotel’s service recovery plan and what to do if you can’t deliver benefits on rare occasions (e.g. did not offer welcome gift)

Confirm that a guest is not currently a member

Enroll everyone! Every guest who walks through the door is a potential member

For service recovery issues, always start with the basics of listening and problem solving

Know your hotel’s service recovery plan and what to do if you can’t deliver benefits (e.g. payouts if Ultimate Reservation Guarantee cannot be met)

Bid a fond farewell and thank members again for their loyalty

Resolve any outstanding service issues

Ensure billing accuracy

Ensure members receive proper credit for transactions

Ensure your hotel receives proper reimbursement

KEY RESOURCES

Pre-Arrival Planning Checklist (p 5)

Empower: Guest Experience (MGS)

Arrival Flow (p 10)

Benefits At A Glance Associate Pocket Guide

EnrollmentsBest Practices

Member Terms & Conditions

Departure Flow (p 29) Managing Loyalty Performance Guide

Reports on MGS

FRONT DESK ROLES + RESPONSIBILITIES

https://mgscloud.marriott.com/common/lodging-operations/rooms/front-office-administration/systems/guest-experience-ignited/

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/membership-levels-benefits/elite-level-benefits.html

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/tools-resources/ordering-on-property-materials.html

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/loyalty-operations/

https://www.marriott.com/loyalty/terms/default.mi

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/loyalty-operations/tools.html

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/tools-resources/reports.html


1. Discover 2.Booking 3. Pre-Arrival 6. Reflect + Grow5. Post-Stay3. Pre-Arrival

PRE-ARRIVAL PLANNING

4. The Hotel Experience


Identify who is arrivingUse arrival reports from GPS and PMS to plan for

upcoming stays. Prioritize Cobalt and Elite members,

ambassador requests and redemption stays.

Check member statusReview the benefits and amenities members

qualify for.

Plan to deliver member benefits, requests, preferencesUse the GPS and PMS to ensure all of the member’s preferences and requests

are being reviewed.

Manage logistics Ensure all rooms are allocated and blocked based on

member requests, preferences, and upgrades.

Document late checkout requests.

Prepare key cards, ensure appropriate member

collateral and arrival gifts are available.

Communicate plan to all departmentUse communication channels such as daily standup

meetings to share plan details.

1 2 3

4 5

PRE-ARRIVAL PLANNING Prepare for each member’s experience. Understand what tools and resources to use for pre-arrival planning and how to capture information for arrival. Review profile information, preferences and requests to ensure accurate room blocking and benefit delivery. Handle ambassador requests to accommodate requests from our most valuable members. Collaborate with other departments to ensure member experiencesare pulled through in the entire hotel and throughout the entire stay.


ARRIVALS REPORT (PMS) / GUEST PLANNING SCREEN (GPS) PROPERTY MANAGEMENT SYSTEM (PMS) MOBILE

Review Membership tiers to understand volume and what benefits need to be delivered upon.

Review member profile preferences (room type, floor preference, hobbies, favorite drinks or snacks, etc.) and historical interactions.

Review reservation requests to check all stay-specific requests such as connecting rooms, feather free room, etc.

Review milestone achievements to prepare for any milestone celebrations, for example reaching a status or renewing membership status.

Review the Ambassador Service identifier (AMB) to identify Ambassador Elite members who have access to the ambassador service.

Review the Cobalt program identifier (COBALT) to identify Cobalt members.

Review Suite Night Awards requests to check if Suite Night Award requests have been approved or denied (all GXP SNA Open Cases).

Review all non-members to identify guest that should be offered enrollment.

Review upgrade rank to upgrade members based on their ranking.

Review the Partner/Memberships column to identify member airline or credit card affiliations and the benefits you should deliver.

Review open cases, including ambassador requests and previous incidents.

Review various information (reservation, rate plan, number of guests, time of arrival) to understand the reason of the stay and personalize greetings, recognize first vs. returning visit, acknowledge preferences or inquire about the purpose of the stay.

Assign guaranteed room and bed type, connecting rooms, etc. based on member preferences, requests and upgrade ranking.

Assign rooms for members using suite night awards once approved.

Prioritize upgrades based on rank column in GPS. If your hotel does not have GXP, use your PMS Elite

arrival report. Consider late checkout requests and Member volume

when blocking rooms. Add alerts to non-member reservations for enrollment

opportunity. Prioritize redemption stays for upgrades. Verify that a valid certificate is available for the

redemption stay (depending on PMS, either available for selection or already attached to the reservation).

Add notes to ensure a flawless delivery at time of arrival (e.g. mobile check-in, Suite Night Award denied, Happy Anniversary!).

Review mobile control panel for upgrade and late checkout requests, where applicable.

Assign Special Service Codes (X2, L3), as needed. When granted, send upgrade notifications. Assign the guest ready rooms according to the arrival time requested. Send room ready notification once guestroom is cleaned and ready.

ENROLLMENT

Check for potential enrollment opportunities and set daily enrollment goals.

COMMUNICATE WITH OTHER DEPARTMENTS

Housekeeping: Late checkouts, Your24 arrivals and departures, specific in-room needs and requests (e.g. extra towels, crib, feather free).

F&B: Expected Elite member volume, amenity requests.

OTHER

After Night Audit is completed: verify all stays have been processed depending on your PMS.

Prepare welcome or in-room notes. Prepare loyalty welcome collateral, e.g. key packets, upgrade collateral. Depending on your PMS, set up share accounts or routing instructions for

redemption stays, Cash + Points, etc. as needed (property specific details).

PRE-ARRIVAL PLANNING: CHECKLIST


Room details shows what room the member is blocked into

and what room type it is.

Service Details show special request codes and notes that

are also in PMS. Use these to determine any additional

needs, e.g. connecting rooms, crib, feather free room, etc.

Milestones list notable events or occasions to surprise and

delight the member during their visit.

Upgrade Rank prioritizes which members should

receive upgrades and preferred room assignments

when availability is limited. Rank is based on the

member’s Elite level, how much they spend annually,

and if this stay is an earned redemption night stay.

When the guest name is formatted as a link, you

can click to see their profile.

Cases indicates if the member has open cases.

RES indicates a case for this reservation

NEG indicates past cases with a negative sentiment

SR indicates service requests

View partnerships or memberships with partner

organization (credit card, airline).

The RES link under Cases shows the benefits to deliver.

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3

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5

6

7

1 2 3 5 6 74

EMPOWER: GUEST EXPERIENCES (GXP) – GUEST PLANNING SCREEN


Review All GXP Open Cases to see cases for your hotel

Click the case number link for details

Add notes about how any issues were resolved

Close case (unless it is a Cobalt/Ambassador/Your24 case)

Requests and issues are communicated to your hotel via GXP.

For details, see:

EMPOWER: GXP - Cases course in the Digital Learning Platform (DLP)

Suite Night Awards p 19

Ambassador Service p 22

Cobalt Program p 23

Service Recovery p 26

Review the Cases training in the Digital Learning Platform (DLP)

EMPOWER: GXP - USING CASES FOR LOYALTY

https://marriottlearning.lobsterink.com/learn/product/5


Monitor the Control Panel throughout each shift for Mobile Check-In/Checkout

and Keyless requests and process the reservations in Control Panel.

Transfer relevant information to your PMS system (for example: Late Checkout

requests, efolio requests, email addresses for efolio) & populate Special Service

Codes (X2, MK, L3).

Assign the guest ready rooms according to the arrival time requested and room

preferences.

Day of arrival, prepare keys/key packets or send a digital key using the hotel PMS

and Control Panel (Mobile Key hotels).

Send room ready notification via Control Panel.

Monitor the Control Panel for Mobile Checkout requests and process in Control

Panel and ensure e-folio is sent within 2 hours after guest departure.

Process checkouts in the PMS system. Notify housekeeping, if necessary.

Enables Marriott Bonvoy members to check in to their upcoming reservation up to 2 days prior to

arrival, select an estimated arrival time, receive a room-ready alert notification from the hotel, and

check out on their mobile device.

Members can also engage with hotels via Mobile Requests+Chat, using EMPOWER: GXP.

Platinum Elite/Titanium Elite/Ambassador Elite members can request late checkout and upgrades

through the Mobile Apps.

Review the Mobile courses in the DLP

Access Mobile Guest Services on MGS for resources, training, and FAQs

Technical Support: [email protected]

DAILY OPERATIONAL TASKS OVERVIEW

MOBILE GUEST SERVICES

https://marriottlearning.lobsterink.com/learn

https://mgscloud.marriott.com/common/lodging-operations/guest-service-programs/mobile-guest-services/

mailto:[email protected]


1. Discover 2.Booking 3. Pre-Arrival 6. Reflect + Grow5. Post-Stay4. The Hotel Experience

ARRIVAL + WELCOME


WELCOME, RECOGNIZE AND THANK MEMBERS FOR THEIR LOYALTY

Deliver a personalized warm welcome, greet members by name and thank them for their loyalty. Mention membership tier. Recognize special status, e.g. ambassador level or Cobalt membership. Communicate on-property benefits such as free wi-fi, welcome gift and giftshop discount. Deliver F&B collateral (where applicable) as part of the welcome gift, e.g. breakfast or $10 F&B credit

certificates. Point out locations and opening hours for on-property benefits as needed, e.g. lounge or restaurant

locations. Confirm late checkout time with all Platinum Elite members and above and note in PMS; Acknowledge

Your24™ request, if applicable. Confirm guaranteed room type. Recognize additional preferences noted on the guest’s reservation. Confirm room upgrade (including Suite Night Awards) or check for last-minute complimentary room

upgrade opportunities for eligible members, such as Platinum Elite members. Acknowledge any special occasions. Show special attention and appreciation if member is on a redemption/free night award stay. Ensure

certificate is attached to redemption stay reservation. Deliver Marriott Bonvoy Loyalty program welcome collateral, such as key packets or room upgrade

materials. Thank members for their loyalty. Express gratitude to the member for choosing your hotel. Escort member to room or direct them to the elevator.

The Arrival conversation differs between members and is unique to each person:

Mobile check-in is more condensed and allows for less touchpoints.

Redemption stays need to be treated differently and provide an elevated experience.

Cobalt Program members should be greeted by the General Manager.

Make adjustments based on what you discovered during pre-arrival planning (e.g. previous issues, late check-in, anniversary, etc.).

ARRIVAL / CHECK-IN CONVERSATION FLOW This is the moment of truth and the first time you can personally interact with members. You have a lot of information to cover while also providing a quick and efficient check-in experience.


Collateral and reorder information on MGS

ROOM UPGRADE

Deliver to Gold Elite and above, who are

receiving a room upgrade.

Prepare with the Elite key packet (and Elite

key card where required).

ELITE KEY PACKETS

Provide Elite key packets only to Elite members.

Use them as a conversation starter to thank Elite

members for their loyalty.

F&B CERTIFICATES

Deliver to Platinum Elite/Titanium Elite/Ambassador Elite

members depending on Elite welcome gift and/or

breakfast selection.

Not applicable at all locations.

There may be additional collateral based on your hotel needs. Where applicable, use other existing loyalty collateral that may be brand or property specific. NOTE

MARRIOTT BONVOY COLLATERAL AT CHECK-IN

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/tools-resources/ordering-on-property-materials.html


PROACTIVELY AVOID MISSING STAYS When members stay on rates that do not qualify for points/miles earning, explain this to the

member as they check in.

Partner with the Event Management team to help the planner and attendees understand that

members who are part of a group will not receive points or air miles for incidentals until the last

member of the group has checked out.

Review the Stay Error Correction Report (MBV6) in Marriott Reservations Data Warehouse

(MRDW).

If you uncover a rate program is not built properly and does not allow points or miles to be

awarded, contact your Revenue Manager.

At time of arrival, identify reservations without a

Marriott Bonvoy number and ask the guest if

they are currently a member.

If the guest is a Marriott Bonvoy member, add the

number to the reservation. Look up the number with

the lookup tool.

COMMON CAUSES OF MISSING STAYS The Marriott Bonvoy membership number was not on the reservation by the time

of checkout.

The daily Marriott Bonvoy file did not transmit (Opera and Fidelio only).

The Marriott Bonvoy average daily rate maximum is set too low.

Room rates are not set correctly and are not eligible for points/miles earning.

A Member’s account number has not been properly activated and unsuccessful

enrollment.

A Member hasn’t checked out yet.

A Member’s room was billed to a master account, or the stay appears on the Stay

Error Correction Report and is waiting for action.

If they are not a member, mention the benefits of the

program and encourage them to enroll.

For details, see:

Missing Stays course in the DLP

Missing Stays information on MGS

MISSING STAYS A missing stay means a member’s account has not been automatically credited with Elite night credits and/or points for their stay or other qualifying charges, such as a meal at the hotel’s restaurant or an in-room movie.

CALL TO ACTION


https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/program-procedures/missing-stays.html


Delivering membership benefits and acting upon member requests and preferences

plays a big role in delivering the Marriott Bonvoy Loyalty promise.

Membership tiers help you prepare to deliver the correct member benefits upon

arrival and to organize appropriate member collateral.

For details, access the Benefits At A Glance on MGS.Cobalt Program members receive additional benefits at Luxury brands. Refer to the Cobalt Program Guide for details.

This table is a snapshot of benefits available to Elite members. The following pages

provide more information about the benefits you will act on at the front desk.

ELITE BENEFITS OVERVIEW



Review steps to credit points for F+B Spend without a stay (Marriot Bonvoy Operations

MGS page).

Members who dine in our restaurants and bars, but are not staying at the hotel, may earn Points

for their qualifying food and beverage spend.

If your hotel participates:

The point of contact will use the eBonus tool to apply the points. As soon as the points are

awarded in the eBonus tool, they will appear in the members account.

Understand your role in off folio dining based on your hotel’s procedures, e.g. the F&B team

may bring the form and check to you for entering into the eBonus tool.

Be familiar with the program so you can explain it to members.Know the point of contact in the

outlet to credit eBonus points.

Capture the restaurant check data on

the Earn Points for the F&B form.MEMBER EARNING DETAILS

Earn 10 points for every $1 USD at participating restaurants. At extended stay properties,

members earn 5 points for every $1 USD at participating restaurants.

Minimum spend of $10 USD to qualify for earning.

Taxes, gratuities, surcharges are not included in either the minimum nor the earn

calculation.

Member cannot be staying in the hotel. If they are, they receive points when they bill their

F&B charges to their room.

Not applicable for food and beverage charges for contracted groups or events.

TOP TIPS

OFF-FOLIO

CALL TO ACTION



• INSTANT REDEMPTIONS

Members use points to pay for part or all of their folio charges

(where available).

PMS training (DLP)

REDEMPTION STAY/POINTSAVERS

Members may pay for their full stay with points.

See the Upgrade + Redeem course (DLP)

MGS Keyword Search: eCertificate Redemption

PMS training (DLP)

• CASH + POINTS

Members use a mix cash + points for a single or multi-night

redemption stay.

See the Cash + Points lesson (DLP)

MGS key word search: Cash + Points (for technical job aids)

Deliver enhanced and elevated experiences for members on a redemption stay. These are the stays that matter

the most to them and have a big impact on member loyalty and satisfaction.

Recognize that this is a special stay and consider additional delighters and recognition to exceed expectations.

Redemption stays are earned stays and important to members. Treat redemption stays differently. Be appreciative

and offer sincere gratitude for choosing to spend points at your hotel.

Pre-arrival planning is critical to ensure the proper processing of certificates for reimbursement.

Verify that a valid certificate is available (depending on your property management system, it is either available for selection or already attached to the reservation).

If no valid certificate is available or attached, contact Marriott Bonvoy Property Performance & Support to assist. At check-in, collect a different method of payment.

HOTEL STAY REDEMPTION OPTIONS

NOTE Points Advance is a member benefit that allows Marriott Bonvoy members to book redemption stays before having sufficient points to cover the booking. Points Advance MGS page

TOP TIPS

REDEMPTION STAYS• CATEGORY AND REDEMPTION LEVELMembers may use points for all or some nights of their stay. The

amount of points they need to use varies, based on how busy

your market is forecasted to be.

See the Category and Redemption Stay course (DLP)

MGS Keyword Search: Category

members.marriott.com/redeem





https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/membership-levels-benefits/points-advance.html


https://members.marriott.com/redeem/


Elite Welcome Gift Choice in your hotel’s Property Management System (PMS) job aids on

Marriott Bonvoy Operations MGS page

Gold Elite members receive a gift of points: No hotel action required.

Platinum Elite/Titanium Elite/Ambassador Elite members receive a welcome gift that differs by hotel brand, and region so refer to the Elite Benefits At a Glance for details. Some Welcome Gift choices are available daily while others are offered upon arrival.

At those hotels where Platinum Elite and above members have a choice of welcome gift:

If member selects points, process the transaction in your hotel’s PMS.

If welcome amenity is selected, follow your property specific processes and collaborate with F&B to

promptly deliver amenity to members.

If breakfast is chosen as the welcome gift, be prepared to explain the delivery of the complimentary

breakfast, some hotels use an automated process, while others issue a physical certificate.

If the F&B credit is chosen, explain where it is available and present the credit certificate to the member.

Explain where member can enjoy complimentary breakfast if there is a restriction.

This benefit is tied to a guarantee and Members receive compensation if a welcome gift is not offered.

Ensure daily that you have enough certificates on hand.

Inform F&B team of member volume to ensure adequate inventory and that the team is prepared for

volume in restaurants if applicable.

Understand in detail what Elite welcome gift your hotel offers and know how to enthusiastically explain

it to a member.

Be prepared to explain that the Elite welcome gift differs by brand.

The Ritz-Carlton, Edition, Design Hotels provide points above property for the Elite welcome gift so

there is no action required.

TOP TIPS

ELITE WELCOME GIFT CHOICE

CALL TO ACTION



Review late checkout times as part of pre-arrival planning to prevent any late checkouts affecting arriving guests. Re-allocate rooms as necessary.

Run reports throughout the day to capture new late checkout requests.

Set reminders within your PMS system for associates to confirm the late checkout time.

Requests for Your24™ are communicated to you through the member’s ambassadors.

Late Checkout Property Management System (PMS) Job Aids: Marriott Bonvoy Operations MGS page

Review Mobile Control Panel to capture late checkout (if applicable).

Alert Housekeeping so they can staff accordingly.

Confirm member departure time at arrival and enter in your PMS.

Platinum Elite/Titanium Elite/Ambassador Elite members may receive guaranteed 4 PM late

checkout at participating brands.

Gold Elite members may receive 2 PM late checkout at participating brands, if available on day

of departure.

Silver Elite members may request late checkout on day of departure based on availability.

Work with the Member’s Ambassador Service team or your ambassador liaison during pre-arrival planning.

Review Empower: Guest Experiences (if applicable) to identify arrivals with an Ambassador Case.

Ambassador Elite members may choose a flexible 24 hour stay-period outside the normal

arrival & departure times. For example, an eligible member may check-in at 7 PM on the day of

arrival and checkout at 7 PM on the day of departure.

Add notes in your PMS and pre-block rooms; notify housekeeping.

TOP TIPS TOP TIPS

LATE CHECK OUT YOUR 24™

CALL TO ACTION CALL TO ACTION



Room Upgrades Property Management System (PMS) job aids: Marriott Bonvoy Operations MGS page

Gold Elite, Platinum Elite, Titanium Elite, Ambassador Elite members are eligible for a complimentary room upgrade upon arrival based on availability.

Upgrades may include rooms with desirable views, rooms on high floors, corner rooms, rooms with special amenities, rooms on Executive Floors. Suites are only included for Platinum Elite, Titanium Elite

and Ambassador Elite members. Not all brands participate, refer to the Benefits at a Glance.

Review Mobile Control Panel regularly throughout the day to validate Room Upgrade Notifications are being delivered (if applicable).

The upgrade rank in GXP prioritizes the upgrade order based on the member’s Elite level, how much they spend annually, and if the stay is an earned redemption night stay

Create and apply a room attribute code in the PMS to easily identify upgrades when blocking, checking in guests and sending mobile room ready notifications (where available).

Actively promote room upgrades and be enthusiastic. It’s a great benefit and you should be happy to share it.

Set reminders within your PMS system for associates to confirm the late checkout time. Notify housekeeping and ensure you’re not blocking members into upgraded rooms that have late departures.

Take credit and inform the member that they received this upgrade because of his or her loyalty.

At check-in, use upgrade collateral and tell members about the upgrade and features that make the room unique.

Identify room upgrade opportunities during pre-arrival planning process.

NOTE AP hotels should refer to the No Suites Go Empty program.

TOP TIPS

ROOM UPGRADE

CALL TO ACTION



Members can use SNAs any time they book a paid stay or redeem a free night award stay.

Hotels without GXP do not participate in SNAs. For other exclusions, review Member Terms & Conditions.

Suite Night Awards job aids:

Suite Night Awards Empower: Guest Experiences - Other Case Types

Suite Night Award Member Journey

Update PMS with a note to inform the associate at check-in if the SNA was confirmed or denied.

CONFIRMED SNA:

1. At time of booking, Loyalty backend systems will automatically change the room

pool to the confirmed room upgrade type if the eligible room is available.

2. The Member will receive an email stating that the SNA is confirmed at the hotel.

3. At the same time, a case is automatically created in Empower: GXP. The front

desk must immediately block the room in the hotel PMS system to ensure that

the request can be fulfilled.

4. The reservation is automatically modified with the SNA approved room pool. The

rate(s) and rate program(s) remain unchanged.

Monitor EMPOWER: GXP regularly to learn the most recent status for all SNA requests.

If SNA request is approved, assign and block the Member in the confirmed room pool immediately.

DENIED SNA:

1. If no eligible inventory is available by 2 PM local time the day before arrival, the SNA is placed

back in the Members account.

2. The Member will receive notification that the SNA request cannot be fulfilled.

3. IMPORTANT: It is critical that the front desk does NOT upsell or upgrade this Member at a cost

upon check-in. The SNA request was denied so asking the Member to pay for this upgrade does

not support a positive Member experience.

TOP TIPS

CALL TO ACTION

SUITE NIGHT AWARDSSuite Night Awards (SNA) are room upgrades to a suite or select premium room that members can request during the booking process. Platinum Elite/Titanium Elite/Ambassador Elite members can select these awards as one of their Annual Choice Benefits.



https://asmslobsterinkprod.blob.core.windows.net/marriott-course-a10883e7-cd35-40f4-8c2c-2e590b6e4891/suite_night_awards.pdf



Front office manager: understand peak times in the lounge, staff

accordingly and prepare food & beverage set up to support high volume.

Be informed about forecasted member volume and relevant Member

information and requests.

If your hotel has GXP, enter requests or information learned from member.

FRONT DESK STAFF

Share where your lounge is located and the hours it’s open.

Understand the brand and property specific offers in case your lounge is closed so you

can inform members.

At some brands, this benefit is tied to a guarantee and Members receive compensation

if breakfast is not offered (in lounge or alternative option).

Use these job aids to understand more about the Breakfast alternative when

the lounge is closed or hotel doesn’t have a lounge (where applicable):

Marriott Bonvoy Operations MGS page

LOUNGE STAFF

Understand various Member benefits and how they are executed at your hotel.

Provide an elevated, clean and welcoming environment.

Ensure you’re partnering with colleagues to evaluate lounge scores.

In US/Canada/Europe, use appropriate Loyalty collateral when you need to

offer a breakfast alternative to members.

Ensure lounge staff is informed about potential member volume and relevant

member information and requests.

TOP TIPSTOP TIPS

LOUNGE ACCESS Platinum Elite, Titanium Elite, Ambassador Elite members receive lounge access for themselves and one guest, where available.



Take credit and inform members that they received their guaranteed room type because their loyalty or because of their status.

Integrate task into pre-arrival checklist.

Plan ahead to ensure room blocking is optimized.

Not all brands participate. See Benefits At A Glance and Member Terms & Conditions.

This benefit is tied to a guarantee and members receive compensation if they don’t

receive their requested room type.

Platinum Elite, Titanium Elite and Ambassador Elite members are guaranteed their requested

room type.

US/Canada/Europe: honor bed type (e.g. king or two double beds).

CALA/APAC/MEA: honor room type for Platinum Elite; honor both bed and room type for Titanium

Elite & above.

At check-in, confirm requested room type.

At check-in, use appropriate verbiage to inform Members at time of arrival of free internet eligibility and how to access the internet.

What does book direct mean? All Marriott global websites (e.g., brand, marriott.com), Marriott mobile app, Marriott Reservation voice channels, any Marriott hotel, Passkey.

Where needed, a report in MRDW is available to help you determine who should/should not receive free internet. See MRDW Report job aid.

The following brands offer only a single tier of internet free to all guests on property: Moxy, Four Points, Element, Aloft.

Edition and Design Hotels offer free basic internet to all guests.

Delta hotels offers free enhanced internet to all guests.

Bvlgari Hotels does not participate in Marriott Bonvoy loyalty program benefits.

MEA continent has 8 hotels that offer free basic internet to all guests.

Members and Silver Elite members receive free internet access when booking through direct

channels. Members staying at APAC hotels receive free WiFi regardless or booking source.

Gold Elite, Platinum Elite, Titanium Elite and Ambassador Elite receive enhanced internet access,

where available, no matter the booking channel.

Know your brand’s and hotel’s general internet offer.

Know your hotel’s specific instructions on how to access Wi-fi.

TOP TIPSTOP TIPS

CALL TO ACTION

ROOM TYPE FREE WIFI

CALL TO ACTION



https://mgscloud.marriott.com/common/lodging-operations/guest-property-technology/property-internet-strategy/business-policies/property-internet-spotlight-activation.html


Work closely with Ambassador Service team to ensure these memorable moments are elevated and executed.

Special request code M0 indicates a member is participating in this program.

Develop a specialized hotel-specific amenity offering.

Integrate ambassador special requests into existing pre-arrival and in-house service delivery checklists.

Create an approval process to add a personal local touch (at own cost) to surprise and delight these members.

Ambassador Elite members are our most loyal and most profitable guests. Costs for amenities for their stays should be

included in the individual hotel’s hospitality budget. This would also include any special amenities requested by the

Ambassador Service team for special occasions celebrated by these guests while at the hotel. There may be times where

the special surprise and delight may be over and above the usual. In these cases arrangements can be made to share the

costs with the Ambassador Service team.

Communicate across hotel departments to ensure total hotel awareness and pull-through. Establish department Connectors

to act as the primary point of contact.

Record in your guest relations platform what amenities are sent to avoid repetition.

Associate members are not eligible for Ambassador Service.

Ambassador Service resources:

MGS Page Ambassador Service Job Aid Your24

Review and respond to ambassador cases within 24 hours.

EMPOWER: GXP users check GXP Customer Care Open Cases. Hotels

not using GXP, reply to ambassador requests via email or phone.

Pre-block rooms for Ambassador Elite members. Add notes to member reservation

in your PMS.

TOP TIPS

CALL TO ACTION

AMBASSADOR SERVICE Ambassador Elite is the highest tier of all Marriott Bonvoy Elite levels. Members with 100 nights and $20,000 in qualifying spend receive Ambassador Elite status. A dedicated team of ambassadors advocates on the members’ behalf to make their stays highly personalized and memorable. Ambassadors handle most of the member interactions and requests directly.

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/membership-levels-benefits/ambassador-service.html



Cobalt Program resources:MGS Page Luxury Hotels should review the Cobalt Program Guide

COBALT PROGRAM Cobalt members are top priority guests and influential leaders in their field. Work with the Ambassador Service team to deliver Elite benefits and exceptional experiences.

TIER/BRAND COBALT BENEFITS ON PROPERTY POTENTIAL PROPERTY COSTS

• Select: Courtyard, Four Points, SpringHill Suites, Protea, Fairfield, AC, Aloft, Moxy

• Longer Stay: Residence Inn, TownePlace Suites, Element

• Upgrade to best available accommodations, upon arrival including suite if applicable

• Personalized note from GM to be sent with Elite arrival gift as applicable• Met during stay by GM, every effort made

• N/A

• Premium: Marriott, Sheraton, Delta, Le Meridien, Westin, Autograph, Renaissance, Tribute, Gaylord

In addition to the above benefits:• Personalized amenity

• Amenity cost if not already part of VIP process

• Luxury: The Ritz-Carlton, Ritz-Carlton Reserve, Yacht Collection, St Regis, EDITION, Luxury Collection, W, JW Marriott

In addition to above benefits:• A distinctive experience on-property for member and a guest

• Potential experience costs vary

• Cobalt members receive all Ambassador Elite benefits.

• In addition, Cobalt members receive the following benefits that vary by brand tier.

Note: Associate members are not eligible for the Cobalt Program.

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/membership-levels-benefits/cobalt.html



DRIVE ENROLLMENTS


1. Invite guests to join the Marriott Bonvoy Loyalty program.

Ask all guests if they are Marriott Bonvoy members. If not, ask guests if they would like to join the program.

2. Capture key information in the property management system.

Including name, mailing address, phone number, valid email address

3. Provide membership number and information brochure.

4. Welcome and engage with new members.

Invite them to indicate preferences in their online account. Encourage new members to download the Mobile App.

Run daily reports in GXP and PMS that indicate arrivals of both members and non-members.

Add non-member alerts in the Property Management System to identify enrollment opportunities

Practice to overcome objections:

For many guests, the Front Desk may be the first opportunity to learn how they can personally

benefit from membership in the Marriott Bonvoy program. It is your first opportunity to build guest

loyalty and motivate guests to choose Marriott over the competition for their hotel stays.

ENROLL EVERYONEAny guest who is checking-in to a property, so long as they are not already a member, is eligible to enroll

in the Marriott Bonvoy program.

Even for one-time stays, benefits like complimentary internet can be used to encourage Guests to enroll into the Program.

Suggest that they enroll at the front desk later. Add a note to their reservation to ask about enrollment at checkout.

Share that the Program offers more destinations, more partners, and more rewards. And it’s free to join.

‘I don’t travel enough.’

‘I already belong to another program.’

‘I’m in a hurry.’

TOP TIPS

Review the Loyalty Enrollment course in the DLP

Access Enrollments on MGS for resources

ENROLLMENT


https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/enrollments/


OWNING THE MEMBER EXPERIENCE



Be familiar with all aspects of Elite Benefit Guarantees:

Ultimate Reservation Guarantee, Guaranteed Room

Type, and Guaranteed Elite welcome gift.

These guarantees hold hotels accountable to the

promises made to members.

When the benefits are not delivered, it can be a costly

mistake because the member is entitled to

compensation.*

Know the specific compensation your hotel must provide

when the Guarantees are not met, and deliver the

compensation with a genuine apology.

Use the Benefits At-A-Glance to be familiar with the Elite

Benefit Guarantees that are applicable to your hotel.

They vary by brand, continent and membership level.

* Note: associate members not eligible for Elite Benefits Guarantee of cash compensation or points.

See the Exploring Member Benefits course on the DLP and

the Benefits At A Glance on MGS

Be familiar with your hotel’s compensation guidelines.

Understand the authorization levels and approval processes

for service recovery compensation.

Remember that points are not the only compensation

solution.

Use the eBonus tool to apply bonus points to a member’s

account.

Make sure to use the correct bonus code.

See the Loyalty Service Recovery course and eBonus course on

the DLP.

MGS key word search: eBonus tool

Be familiar with your hotel’s compensation guidelines.

Understand the authorization levels and approval processes for

service recovery compensation.

Evaluate each situation to ensure you have done everything to

restore the members loyalty.

Understand how your hotel receives alerts (via GXP or email) and

how to close a case.

Be familiar with the turnaround time.

See the Loyalty Service Recovery course and GXP Cases course on

the DLP.

GXP cases page 7

YOU’RE UNABLE TO DELIVER ELITE BENEFIT GUARANTEES

SERVICE ISSUES DURING THE MEMBER’S STAY

ALERTS FROM CUSTOMER ENGAGEMENT CENTERS

1 2 3

SERVICE RECOVERY SCENARIOS The ability to turn member’s service failure situations into an opportunity strengthens a member’s Loyalty; when this does not happen, there can be emotional and financial impacts.



https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/program-procedures/ebonus.html








POSTING A TRANSACTION1. Accept terms & conditions

2. Enter Bonus information - property, member account number and bonus details*

3. Provide Preparer Information - your first and last name and contact information

4. Provide Approver Information - your supervisor’s name and contact information for approvals

5. Submit bonus entry

NOTE *Each transaction must include an approver and his/her contact information.

APPROVAL PROCESS1. Access the eBonus Search tab

2. Pull up & review details of each Pending entry

3. Approve or reject entries as appropriate

Approvers can only approve/reject entries from other users (not their own)

Rejected entries require a comment to go back to preparer

Validation errors can only be rejected

Entries must be approved within 48 hours of posting

For more information on the eBonus tool, including access, FAQs and reports, visit the eBonus page on MGS

Review the eBonus course in the Digital Learning Platform

The eBonus tool allows approved users to post Marriott Bonvoy bonus points or frequent flyer miles to a member’s account.SERVICE RECOVERY – EBONUS TOOL

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/program-procedures/ebonus.html



DEPARTURE AND FAREWELL



Greet the member warmly and confirm they are ready to check out.

Review comments in your PMS/GXP to confirm that any requests or incidents have

been handled.

Ask about the stay and if there are any additional requests you can assist with.

If the member raises any issues, apologize for the incident and follow your hotel’s

best practices or service recovery plan to resolve the issue as quickly as possible.

Confirm that all the charges are correct and issue the final invoice/folio as a copy

or email.

Let the member know that points earned on the stay will be credited to their

account.

This is your last opportunity to ensure the Member leaves without any concerns about their stay. While this may be difficult as many guests bypass the front

desk at checkout, it is important to find ways to create lasting impressions until the end.

Thank the member for staying, with an invitation to return.

Finally, offer to help with the member’s next steps, like arranging transport or helping with

baggage.

For checkouts without a membership number, check with guest to avoid missing stays.

If the guest checking out is not yet a member of the Marriott Bonvoy Loyalty Program, take

the opportunity to offer enrollment.

For Members using mobile checkout, you still have an opportunity to make a lasting

impression.

Monitor the Control Panel regularly and process checkouts in your PMS, ensuring members

receive their folio by email.

DEPARTURES CONVERSATION FLOW Departure sets the tone for the beginning of a member’s next stay; it also encourages them to recommend your hotel, and Marriott, to others.


1. Discover 2.Booking 3. Pre-Arrival 6. Reflect + Grow5. Post-Stay

3. Pre-Arrival

5. Post Stay4. The Hotel Experience

POST STAY


QUARTERLY Review Marriott Top 50 report.

Review Quarterly Enrollment Incentive Reports.

For the front office, understanding member satisfaction is one key to success. guestVoice

is Marriott's global guest feedback program that builds on the strengths of GSS and ESS

programs and integrates guest sentiment from social media listening. Use the Elite

Appreciation metric to monitor overall guest satisfaction and guide hotel action planning.

DAILY Track performance towards enrollment goals.

Monitor guestVoice Survey results (e.g. Satisfaction table, problems tab, responses tab).

Ensure proper stay transaction posting.

Track execution on Mobile Request delivery.

Review Mobile Daily Summary Report in Control Panel for missed activations.

WEEKLY Review Stay Error Correction report.

Ensure enrollment targets are met and evaluate how to help associates to overcome objections.

MONTHLY Review Missing Stay report.

Review Enrollment results (discuss any discrepancies and look for ways to improve).

Review Property Enrollment Audit report (evaluate results and identify training opportunities).

Review EMPOWER: Guest Experiences reports to track service issue trends.

Review Missing Stay Verification Report.

Review eBonus + Group Posting Tool reports.Review the ‘Managing Loyalty Performance’ course in the DLP

Access the ‘Managing Loyalty Performance Reference Guide’

Reports Reference List on MGS

guestVoice resources on MGS

LOYALTY REPORTS Post-stay reporting helps your hotel track Marriott Bonvoy performance. Use this checklist along with the Managing Loyalty Performance course and reference guide to drive value through Loyalty.



https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/tools-resources/reports.html

https://mgscloud.marriott.com/common/lodging-operations/quality/guest-feedback/guestvoice/


MARRIOTT BONVOY PROPERTY PERFORMANCE & SUPPORTMarriott Bonvoy Property Performance & Support on MGS

A global team designated as the first point of contact for properties to assist in program operations

and delivery (e.g. redemption certificates, benefit eligibility, and enrollments, etc.)

EMPOWER: GUEST EXPERIENCES For any questions regarding EMPOWER: Guest Experiences business process, contact [email protected]

Technical support: [email protected]

MOBILE GUEST SERVICES For any questions regarding Mobile Guest Services [email protected]

Technical Support: [email protected]

LOYALTY OPERATIONSFor any questions related to the operational pull-through of Marriott Bonvoy, such as Elite welcome

gift delivery, pre-arrival planning and training resources, contact [email protected].

MARRIOTT BONVOY REIMBURSEMENTSFor any questions regarding reimbursements contact

[email protected]

PROPERTY MANAGEMENT SYSTEMSLightSpeed [email protected]

OPERA [email protected]

FSPMS [email protected]

FOSSE [email protected]

SUPPORT RESOURCE CONTACTS

AMBASSADOR SERVICEAmbassador Service on MGSFor questions about the Ambassador Service, contact [email protected]

https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/tools-resources/property-support.html











https://mgscloud.marriott.com/common/sales-mktg-and-rev-mgmt/loyalty/membership-levels-benefits/ambassador-service.html


marriott bonvoy front desk reference guide

Documents